FAQ

Probably the mail server you are using has blocked the welcome email we have sent you. Write us from the exact email address you used upon signup asking to resend your welcome email. Ops yes, we can be reached at support [at] supportindeed.com.

To get started, you will probably want to upload your site and test it on a free subdomain. Please go to your control panel Subdomain Manager menu and create a subdomain on any of the domains you are allowed as options in the dropdown menu.

You will notice that a corresponding directory for that subdomain is automatically created for it at path: /home/www/sub.domain.com and such folder is created in the File Manager.

Please make sure you upload your web data (site) to this folder. You will then be able to address your site by typing in http://sub.domain.com (note "www." won't work for subdomains).

If you do not have an FTP client yet, we recommend you download and familiarize yourself with FileZilla. Very efficient and easy to use http://filezilla-project.org/download.php?type=client

To establish FTP connection, please start your FTP client, type in the login details in their respective fields
FTP Hostname
: All FTP Hostnames are listed in your control panel, FTP Manager menu on the bottom of the page;
FTP Username
: FTP username is listed in your Control Panel, FTP Manager menu;
FTP Password
: The one you have assigned to your FTP account. For the default one FTP account if you haven't changed it, the password is the same as your initial hosting account password;

If you are using a particular FTP client that also has a field input for "Remote directory", please type in: /home/www

You may find the File Manager very useful to browse over your site's files and even edit these files.

To close your free account please login to your control panel and find the Account Closure menu. There you should only repeat your username and password, write a short feedback and confirm you want the accout to be closed.

If you wish to close your paid account, proceed to do so by contacting us at sales[at]supportindeed.com

Yes, however only clients on paid accounts can change their php.ini settings from their web hosting control panel, PHP Settings menu. Paid and free accounts can switch from php 4.4.1 to 5.3.1 using PHP Settings menu.

If you can recall your username/Client ID, please use the lost password retrieval tool at our login page. If you lost your username/Client ID as well, you can simply contact us by sending an email from the email address used originally for the account registration and ask for your details. The email address to send your query is support[at]supportindeed.com.

At first it is important to understand if the browser response is "Server not found" or it forwards to the browser's embeded search engine and response is "No results found for...". If you get these type of responses and you use a domain make sure it uses the correct
NS settings
. The one you should point your domain to. NS settings are listed in your Domain Manager section under NS column, after you add the domain.

Next, check whether you uploaded the site to the exact folder location associated with the respective domain/subdomain. Visit your File Manager and browse in the resepective folder that corresponds to the subdomain/domain and make sure site's files have been uploaded correctly and files' permissions are 755.

Important
: If the subdomain/domain is loaded in the browser but then gets redirected to 404 error or to our utility domain/subdomain - the page you are trying to view most probably contains abusive word, which our filtering system prevents to be displayed as part of our security measures on the free type accounts.

Here are several things you need to set up in order to have these signs displayed correctly:

- Inside your control panel, phpMyAdmin should be set to the following unicode standard: 'utf-8';
- Meta tags on all pages should be: <meta http-equiv="Content-Type" content="text/html; charset=utf-8">
- All texts should be imported in the database using unicode standard: 'utf-8' as well;

If you purchased your domain with us, your site should be visible 2-3 hours after your order has been approved. If your site is still not working, try cleaning your temporary internet files (check our FAQ for detailed explanation on how to do this).

If you purchased your domain with another domain service provider, you should contact and ask them to change your domain NS records to these listed in the "Name Servers" column in this section (Hosted Domains).

If you have not yet purchased your domain, then go to the Hosting Control Panel -> New Domains & Services section and register the desired domain before someone else registers it.

The outgoing connections are disabled by default on all accounts for security reasons, however they can be enabled for paid accounts from Hosting Settings section. So all you need to do is go to your panel Hosting Settings section look for "Firewall Options" and click on the "Enable" button.

If you reach the traffic quota for your hosting account, the website will display a message that your account is over quota. When your account is over quota FTP access will be restricted (File Manager section will also be disabled).

Note: The traffic counter is reset at the beginning of each month, so on the first or second day of next month, your website will become available to the open public.

Your site is currently up and working, however you have accessed it while hosted on our free servers and your computer is trying to find the site on the old location (old/free server IP address) while actually the site is physically located on a paid server. What we can recommend you to do is try cleaning your temporary internet files - cache, cookies, etc. For more information on how to do this, please check the next question from our FAQ.

Domain name is the unique name of your website (like yahoo.com, microsoft.com etc) that differentiates it from the other sites on the Internet. The domain name is the address of your website. You can move your domain name (entire web site) from one host to another.

Upon creation of your account we have not assigned/created any subdomain. You should create one yourself i.e. yourname.domain.com from within your control panel, Subdomain Manager menu. Once you create a subdomain the system will automatically create a corresponding folder inside your File Manager menu with the same name as your subdomain. Subsequently, you should upload your web site files inside this directory to have the site files set up correctly.

To set up the domain with us, add the domain through the Domain Manager menu, inside your hosting control panel. Once added under 'NS' column, you will see the proper NS settings next to the domain name. You need to point your domain to the specified NS settings (Name Servers). You can do so either by asking your domain provider, or you can do it yourself if you have a domain control panel.

When you register a domain name your contact details are recorded in the so called WHOIS database - that maintains the contact info for all active domains. A domain's WHOIS info is publicly available as per
ICANN
regulations.

If you feel upset exposing your contact deatils publicly, you can legally hide it by ordering
Domain Privacy Protection
to your domain. The service Domain Privacy Protection is available only for domain that are registered/transferred with us. You can purchase and apply Domain Privacy Protection to your domains over your control panel, New Domains & Services menu.

Yes, you can hide your personal contact info to reduce the chances of identity theft and data mining by purchasing
Domain Privacy Protection
. This service relaces your details with alternative to save you tons of spam and telemarketers. If any important information is sent though, it will be forwared to you. To purchase and apply this service, go to you control panel, New Domains & Services menu.

While the default domains' path is /home/www/yourdomain.com, you can change it for your convenience to point the path to any other domain or subdomain of your account. Thus the content of the domain/subdomain that is pointed as path will display on the primary domain/sibdomain. You need to follow the steps:

You will be presented a screen from where you can manage your subdomains. You can change a subdomain's content path by clicking on Edit Subdomain icon and type in the new content path e.g. /home/www/otherdomain.com (path of any domain or subdomain hosted inside this specific hosting account).

Yes, you can point two different domain names to one directory. Just go to the Subdomain Manager section in your hosting control panel and edit the path of the "www" subdomain of one of your domains.

For example you have added two domains via the Domain Manager section:
domain1.com
domain2.com

In the Subdomain Manager section you will have respectively:
www.domain1.com
www.domain2.com

Both domains are pointed to the respective folders:
/home/www/domain1.com
/home/www/domain2.com

To have your two domains loading one and the same content, please observe the following steps:
1. Upload your website at /home/www/domain1.com.
2. Go to the Subdomain Manager section.
3. Change the subdomain path of www.domain2.com from /home/www/domain2.com to /home/www/domain1.com.

You should enter your Domain Control Panel and go to the My Domains section. Once there you should see the list of domains you currently have registered with us or transferred to us. Click on the domain you wish to edit and proceed to the DNS Settings tab. From there you can edit the NS records for your domain.

This error message is appearing because your domain is already associated with another account in our system. Two accounts cannot host the same domain due to configuration conflicts. If you were using the domain in another account, please remove the domain from the Domain Manager and then try adding the domain to your new account. If you are still experiencing problems, raise a trouble ticket from your Hosting Control Panel -> Support Center -> Trouble Tickets.

FTP Host
: All FTP Hosts are listed in your hosting control panel,
FTP Manager
section on the bottom of the page.
FTP Username
: FTP username(s) are listed in your hosting control panel,
FTP Manager
section.
FTP Password
: The one you have assigned to your FTP account, for the default one FTP account if you haven't changed it, the password is the same as your initial hosting account password;
port
: 21

Inside your Web Hosting Control Panel simply mark the check box corresponding to the file or directory you would like to manage and click the command button (Rename or Move).
When you move files a dialog box pops up where you need to specify the path where the file should be moved e.g. /home/www/domain.com/new/destination/folder/.

If you upload with File Manager all files/folders are uploaded/created by default with 755 permissions. Via File Manager you can change files/folders permissions by marking them on the left side check-box then choose permissions on the top and click on "Set" button.

Alternatively and recommended you can change the permissions of your files/folders using FTP client. On most well-known FTP clients with a right click on the file/folder choose "Properties" to find an option for changing file/folder's permissions.

You can upload your website using your favorite FTP software or the File Manager inside your Hosting Control Panel.

If you use the Light File Manager, you would need to go inside your domain directory by clicking on it so the current folder is /home/www/yourdomain.ext. Then you should scroll down until you see a frame called "File Upload" and from there you can upload up to three files at once.

If you use the Advanced File Manager, you would need to double-click on your domain directory and then in the navigation bar (located on top) there is an "Upload" button. Click on it and a window will pop-up. Then go to "Browse" and select the files you want to upload. When you select all your website files click on the "Send" button.

If you have not created your website yet, we would recommend you to check out the Zacky Tools Installer (Hosting Control Panel -> Website Manager -> Zacky Tools Installer). With it you can install Joomla or WordPress on all shared hosting plans for less then a minute. On the paid shared hosting accounts there are more software packages available for installation

This error message normally occurs on free type accounts. In this case the error message is generated due to to the size of the file - it is bigger than 500KB which exceeds the file size limit on the free type account.

You will need to create a file ".htaccess" inside your domain directory (for example: /home/www/yourdomain.ext/.htaccess with the following contents:
RemoveHandler .htm .html

If you have a paid hosting account and you do not want to use or create .htaccess file to fix the error, go to your Hosting Control Panel -> Website Manager -> PHP Settings and click on the HERE link from "Click HERE to edit your php.ini file.". Then search for the php.ini directive "short_open_tag" and set it from "On" to "Off" and click "Save" to apply the changes.

There are many ways to check the availability of your website. Below are just some of them:

Use a proxy – for example try opening your website through http://proxy.org/ or http://sitesurf.net/
When browsing through proxy you are viewing a website using external IP address, meaning you can see your website using different computer from another network.

Use a website tool that checks for statuses of other websites – for example http://downforeveryone.com/
If this website shows that the website is UP, but you are unable to connect to your site, please contact your Internet Service Provider as soon as possible and explain the problem to them. They should be able to assist you.

In order to get a backup of your databases or files please visit the Backup Restore Requests tool. You can find it on the home page of your Hosting Control Panel in the Support Center Section. Please take some time to read the instructions on how to use the Backup Section before making your first backup request.

Note: Backups are not available for free shared hosting plans and there are no e-mail backups.

The problem comes from the fact that different browsers parse HTML and CSS differently. You can search on the internet for some tips on how to make your site look relatively the same on different browsers.
One way is using percentages instead of fixed widths to make the page automatically expand to the size of the users screen.
You can use the following free tool to assist you in getting your website correctly displayed across multiple browsers and operating systems:
https://browserlab.adobe.com/

If you want to see how your page displays across multiple browsers and operating systems without installing them, you will find the following website very useful: http://browsershots.org/

If you still can't connect you should check your Firewall Settings and see whether your FTP program is blocked. Also consider contacting your ISP as they might be blocking port 21, which is the default FTP port.

MySQL/PosgreSQL database connection can be established with script/software hosted
only
on your web hosting account (meaning no remote access is allowed due to security reasons). The following settings are needed:

Please note that some of our hosting packages have a set limit for maximum database size. If you have reached the limit, the sql server will reject any inserts. You can easily monitor your databases usage following the steps:

1. Login to your control panel.
2. Go to Website Manager.
3. Depending on the type of database, click on MySQL Manager or PostgreSQL Manager.

You will be presented with a screen which contains a list of your current databases and a form through which you can create new databases. You can monitory the current database usage from the list and particularly the "Space Quota" and "Used Space" columns.

Due to technical reasons it is impossible to run innoDB on a shared hosting environment.

If you wish to use innoDB on your website you should consider upgrading to one of our VPS plans (Hosting Control Panel -> Buy Services -> Order Server). By subscribing for a VPS plan you will be the only user on the server, thus you can install and use innoDB engine. Please note however that Linux administration skills are recommended for maintaining VPS.

Access to the MySQL and PostgreSQL servers has been restricted on all shared hosting plans. If you want to manage your MySQL or PosgreSQL databases, please do so from the phpMyAdmin and phpPgAdmin sections from your Hosting Control Panel -> Website Manager.

Log into phpMyAdmin from your Control Panel->Website Manager section using your Database Username and Database Password. Once you are inside the phpMyAdmin application click on the Export link and choose to export the database in SQL file. Last you should click on the Go button.

Log into phpMyAdmin from your Control Panel -> Website Manager section using your Database Username and Database Password.
For phpMyAdmin 3 click the Import button.
For phpMyAdmin 2 click the 'SQL' square button and a dialog box will prompt with an option to browse for a SQL file of your database and click on the 'Go' square button.

Note: You should make some slight modifications to your database.sql file prior the import. You need to remove the CREATE DATABASE and USE commands at the first lines of your database.sql file. The lines in question are shown below. Be advised that for phpMyAdmin 3 you need to remove the CREATE DATABASE line and update the USE command so it uses your MySQL User listed in the MySQL Manager section of your Hosting Control Panel.

The dumpfile should be uploaded into your hosting account and the path /home/www/database.sql may vary depending on the place you uploaded the dump of your database. For example if you have uploaded your MySQL dump file at /home/www/yourdomain.ext/backups/database.sql you should edit the command to look like this:

Note: You should make some slight modifications to your database.sql file prior the import. You need to remove the CREATE DATABASE and USE commands at the first lines of your database.sql file. The lines in question are shown below:

To create a working email account you need to have a domain and/or corresponding subdomain. Once you have that, go inside your Email Manager menu and enter the email account name and password and click on the "Create E-mail" button.

Note: Please note that due to security limitations free accounts can only send up to 30 emails per month! With free accounts you can create email accounts only if you have a domain name!

Please make sure in the account properties of the Outlook Express / MS Outlook you have checked the box "My server requires authentication". Please note that if you are using different email client the settings might be different (please refer to the questions further below).

First make sure you have checked in the account properties of the Outlook Express / MS Outlook the option "My server requires authentication". Please note that if you are using different e-mail client the settings might be different.

Solution: Disable the option of your/your network firewall to block port 25, contact system administrator, ISP or Antivirus Program producer for help on how to disable port 25 filtering. Alternatively you may use port 587.

If you want all emails sent to any@yourdomaindomain.com to be forwarded to any@anydomain.com, these are the correct settings in the E-mail Filters menu:

E-mail
: any@yourdomaindomain.com (choose from the drop down menu)

Rule description
: any@anydomain.com type any explanation for this rule

Filter priority
: any not already taken from 1 to 500, start from 1

Set filter criteria:
'Addressed To' ,type any@yourdomaindomain.com

Action to be taken
: 'Forward message to e-mail' any@anydomain.com

If you want the emails sent to any@yourdomaindomain.com, to be forwarded to any@anydomain.com, and in the same time kept in any@anydomaindomain.com as well, just specify the email where you need emails to be forwarded (any@anydomain.com) and check option 'after that continue filtering.'

Our servers require SMTP authentication, which in plain English means you will have to use any of your e-mail accounts, created within the E-mail Manager -> E-mail Accounts section from your control panel.
You can see the code of an example contact form below(contact.html):

NOTE: The Reply-To header could be set with different variable than $email, depending on the contact form itself.

If you wish the messages from the contact form to be received in e-mail box which is not on our servers just replace the $mymail in the mail() function with the e-mail where the e-mails should be sent to.

In order to have the autoreply working you should go to the E-mail Filters section and then add the following filter:
Email:youremail@yourdomain.ext
Rule description: type any explanation for this rule
Priority: any not already taken from 1 to 500, e-mail filters start from 1
Set filter criteria: Select the Addressed to youremail@yourdomain.com
Action to be taken: Select the "Reply using the following autoreply:" then click on the "Show Autoreplies" button and select any of the displayed auto-replies.
Press the "Add New E-mail Filter" and your auto-reply is now enabled.

Fill the following information in the forms:
Account name: anything@yourdomain.ext
Password: the password for this email account anything@yourdomain.ext
Remember password: Checked
Log on using Secure Password Authentication (SPA): Unchecked
Click the Next button.

Click on the Tools button from the toolbar and select the E-mail Accounts... from the drop down menu.

Click on the Add a new e-mail account radio button and press Next.

Click on the IMAP radio button and press Next.

Fill the following information in the forms:
User Information:
Your Name: Write the name you want to be displayed when your email is received (your first and last names or your company name)
E-mail Address: anything@yourdomain.ext
Server Information:
Incoming mail server (IMAP): mail.yourdomain.ext
Outgoing mail server (SMTP): mail.yourdomain.ext
Logon Information:
Username: anything@yourdomain.ext
Password: the password for your anything@yourdomain.ext e-mail account
Logon using Secure Password Authentication: Unchecked
Click the Next button

Now click on the More Settings... button which is in the bottom right corner.
A new window will prompt.
Click on the second Tab (Outgoing Server) and enable the "My outgoing server (SMTP) requires authentication"
Then click on the "Log on using" radio button and fill the following information in the forms:
Username: anything@yourdomain.ext
Password: the password for your anything@yourdomain.ext e-mail account
Logon using Secure Password Authentication: Unchecked

Fill the following information in the forms:
Account Information:
E-mail Address: anything@yourdomain.ext
Password: the password for your anything@yourdomain.ext e-mail account
Remember password: Checked
Display Name: Write the name you want to be displayed when your email is received (your first and last names or your company name).
Manually configure server settings for e-mail account: Checked
Press the Next button.

When the e-mail account is added you would need to change the SMTP settings for your e-mail account.
Go to Account Settings… as described in 2), but this time click on the Outgoing Server (SMTP) from the left-hand side of the Account Settings window and then press the Edit button for your outgoing mail server – mail.yourdomain.ext

Fill the following information in the forms:
Description: anything@yourdomain.ext
Server name and Port should be correct according to 5)
Connection security: None
Authentication method: Password, transmitted insecurely
User Name: anything@yourdomain.ext
Click the OK button

The configured in 7) SMTP details should be updated by going to the Account Settings of the e-mail account anything@yourdomain.ext by simply clicking on it from the left-hand side of the window.
On the bottom of the main frame you should select anything@yourdomain.ext – mail.yourdomain.ext as your Outgoing Server (SMTP) and start using your e-mail account.

We can recommend the following SSH clients – PuTTY and FireSSH:
You can download PuTTY for free from here -> http://www.chiark.greenend.org.uk/~sgtatham/putty/download.html
You can download FireSSH for free from here -> http://firessh.mozdev.org/

The domain name server (DNS) is the way that Internet domain names are located and translated into IP (Internet Protocol) addresses. Domain Name Server, a program running on a server which automatically translates domain names from http://www.domain.com/ into their correct TCP/IP addresses, eg 123.123.123.123.

If you want to transfer domains to us, from another registrars, you will need to unlock the domains and ask the other registrar to provide you with the authorization (EPP) code. Purchase domain transfer from your domain control panel
New Domains & Services
menu, write us at sales[at]supportindeed.com providing the authorization (EPP) code for the transfer. We will do the rest.

At the very first domain purchase a Master Mode Control Panel is created. Thus in case you purchase additional domain names you can manage all of them via this Master Control Panel. The Master Control Panel credentials you can get from the initial Welcome Email we sent you upon the very first domain purchase. Credentials for the Master Control Panel consists of: Client ID and Password.

In case you have more than one domain and you need to give access to any domain name from your account to a third party, you can do this via the Single Mode Control Panel option. Credentials for the Single Mode Control Panel are: Domain Name (this is the specific domain you need to give access to the third party) and Password (this is the password of your Master Control Panel, unless you change it (for any domain) via
My Domains
menu,
Change Domain Password
icon for this specific domain name.

Dedicated server is a service offered when customers need to lease an entire server not shared with anyone. This is more flexible than shared hosting accounts, as the client has full control over the server, including choice of operating system, hardware, etc.

Virtual private server is a method of partitioning a physical server computer into multiple servers such that each has the appearance and capabilities of running on its own dedicated machine. Each virtual server can run its own full-fledged operating system, and each server can be independently rebooted. Many customers do not need an entire server and prefer to pay less for what they utilize.

Slave users are subusers of an account. Their usernames are made by a simple logic. The username of a slave user is leaded by the username of the "master user" who is the owner of the account and followed by underslash "_" and some symbols. If the master user is xxxxx for example, the slave user is xxxxx_10. Slave users are not separate accounts. Slave users are useful when a couple of people manage an account, because every account can have several servers and is much easier every single server to be managed by separate person.

We offer you pre-installed OS on the server in a default configuration, assign a default IP address to the machine and connect it to our network, so that each client may remotely access it. All further software installations, configuration and administration work is the responsibility of the customer. However, if you prefer help in the server's administration in some or all aspects, our expert staff can provide an hourly rate support. Please contact us at sales[at]supportindeed.com for more details with your questions and problems.

It is the responsibility of the customer to ensure that he/she has adequate backups of their data and system configuration (system OS). It is recommended that you keep backups of your most vital data at your own premises. Please contact us in case you need additional backup storage space.

The Webmin works on port 10000 by default. You can type the following URL in your browser to access the Webmin of your server: https://xx.xxx.xxx.xxx:10000 (where "xx.xxx.xxx.xxx" is your server's main IP address).

We are offering one of the best revenue- share programs on the market. You only need to put an affiliate banner/link on your web site and start referring clients to us. We do the sales and the support and you get your commission.

By driving customers to us, you will receive commission from 50% of the sale. What could be better than offering a great service to those that visit your web site, and making substantial revenue for doing that? You only send visitors to us, we'll do the rest and you get your commission.

Yes, with our affiliate engine you can put a suffix on every banner to track from which banner/link you get the most sales. The suffix is an optional code it could be a word number or just random symbols through which you can name your banner and monitor its performance.

Affiliates commissions are issued and paid on net-60 day basis, between 10-15th day of the month (for instance commission for August will be paid between 10-15th of October). Payment is reduced by $30 for bank fees and charges if payment method is bank wire transfer or check. For Paypal or Moneybookers there is no fee for payouts. Commission is issued and paid if your affiliate balance reaches $100.

There are four different payment methods through which you get paid: PayPal, Moneybookers, Bank transfer, Paper check. Make sure that you provide the correct payment details, so we can pay out your commissions in a timely manner.